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Brainery | | Replyco Sprint 6: New Email Features & Updates for eCommerce, Customer Service

Replyco Sprint 6: New Email Features & Updates for eCommerce, Customer Service

release notes | May 21, 2020

Last Updated: September 20, 2020

Work together

With clickable order numbers and much more, Replyco’s new features and improvements will make email management for eBay and Amazon sellers easier than ever.

For eCommerce pros who sell on multiple platforms, Replyco’s message consolidation software is a dream come true. The team-based helpdesk tool enables users to view and respond to all incoming emails from one single hub, effectively eliminating the stress brought on by an influx of customer inquiries. 

Whether you sell on eBay, Amazon, Shopify and/or a myriad of other marketplaces, you can access and reply to every customer email all in one place with Replyco. 

But it doesn’t stop there. In an effort to continually improve user experience and push the evolution of eCommerce communications forward, Replyco is adding some exciting upgrades to its interface. Read on to learn more about the latest features and improvements that aim to make handling customer inquiries through Replyco easier and more effective than ever before.

Clickable Amazon and eBay Order Numbers

Replyco users can now click on an Amazon or eBay order number and be immediately taken to that exact order in Amazon or eBay. This new feature enables eCommerce pros to accurately and comprehensively answer customers’ questions and manage order details and returns at lightning speed.

One-Click “Resolve” Button

In order to save users even more time, Replyco has added a one-click “Resolve” button. Once you’ve fully addressed a customer inquiry and wish to designate it as closed, simply click the “Resolve” button and you will be instantly redirected back to the “All Tickets” screen. When you’re answering hundreds of daily emails, this reduction in clicks can net hours of saved time each week. 

More Control Over eBay Ticket Merge

If you sell on eBay, you know that many of the messages you receive on the platform aren’t from customers, they’re eBay notifications. The latest Replyco feature gives you full control over what to do with those notifications. You can elect to merge them all into one ticket (which you can check when it’s convenient for you), or choose to unmerge them and receive them each individually. 

This allows users the flexibility to automatically or manually organize system messages so they don’t clutter up the inbox, leaving more space for customer messages.

Ability to Manually Update Order Information

When you receive a customer message on the Replyco platform, the system automatically pulls in all of the information associated with that customer’s order. But now, you can manually change, edit or add to order information within the Replyco ticket. This gives users more control and helps to boost accuracy. For example, if for some reason an order number is incorrect or missing, you can add/correct it.

Unassign Tickets in Bulk Functionality

The ability to unassign tickets in bulk is an exciting new feature available to Replyco users. In the past, once tickets were unassigned, they could only be reassigned to someone else. Being able to bulk unassign is a great way for multiple team members to tackle one person’s tickets.

This capability is especially useful when your staff needs to cover for one another. The following scenario is just one instance in which a company might unassign tickets in bulk: 

Sara works full-time providing customer service and responds to 50+ emails per day. Bob and Tim both work part-time, and only respond to 10 to 20 emails per day, each. When Sara calls in sick, neither Bob nor Tim are able to take on all of Sara’s assignments, so they unassign her tickets and work together taking turns to address them all. Once Bob and Tim open a ticket and respond, they are automatically assigned the ticket. Plus, because they can see real-time user activity on the ticket, they avoid what we refer to as “email collision.” 

Search by “Order ID” Feature

In order to find the right message on Replyco, you don’t need to scroll through endless messages. You can simply search tickets by using specific filters, such as text, user, marketplace or time frame.

But Replyco has just made the process even easier by adding a more specific option to the filters list. Now you can search by “Order ID” to find the exact message you’re looking for in mere seconds.

Amazon “No Response Needed” Button

Anyone who sells on Amazon knows that you can be penalized for failing to respond to customer messages. But what happens when no reply is necessary? Replyco offers the solution to this issue by providing a “No Response Needed” button. The example conversation below illustrates when a user could benefit from this function: 

Customer Service Agent: “Now that I’ve answered your question, is there anything else I can help you with today?” 

Customer: “No, that’s it. Thank you!”

Customer Service Agent: “You’re very welcome, have a nice day!”

Customer: “Thank you; you as well.”

In the above case, there is no reason for the customer service agent to respond to the final message. Pressing the “No Response Needed” button will signify to Amazon that the query has been resolved and does not require any follow-up.

Improvements to Existing Features

Replyco has also made several improvements to its existing features. They include:

  • Better ASIN Mapping for Amazon
  • Added #full_shipping_address# Tag
  • Enhanced System Efficiency and Responsiveness
  • Streamlined Interface Navigation and Display Appearance
  • Upgraded Linnworks Order and Search Integration for eBay

There’s one last piece of great news. These features and improvements are available to ALL Replyco subscribers, regardless of your plan level. It’s never been more convenient to centralize your messages and boost response rates. Try Replyco for free today!

Artem Verovenko

About the author: Artem Verovenko

Artem is passionate about helping online retailers streamline their customer service. He currently serves as CEO of Replyco and previously spent more than 9 years helping Linnworks, the U.K.’s largest multi-channel software provider, scale to 3,000 eCommerce customers. Artem graduated with honors from London School of Commerce with a Bachelor of Arts degree in business administration, management and operations. Follow Artem on LinkedIn.

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